Long Island Rail Road [LIRR]
Reviews and Complaints

From Penn Station to Little Neck last night with my friend. My friend left at Flushing Station, I'm alone on the train. The lady comes over asked me the ticket and where I'm going. I answered you already checked my ticket, I'm going to Little Neck. Then I'm sleepy on my seat, that lady shakes my shoulder wakes me up and asked $12. I asked her am I missed my stop? But the door didn't closed yet. She smile and says, well the door closed; $12 cash. I pay with my debit card with uncomfortable feeling. I can't take this attitude if you on purpose to catch me for one more stop charge fine rather than asks me to leave the train, since you knew the stop I'm going to drop off. I'm really curious what's the charge $12 based on? I'm pretty sure it won't cost $12 from Little Neck to Great Neck. Please respond to me thank you！

The pedestrian crosswalk on the street leading to the train tracks is mostly worn off the road and there are no pedestrian crosswalk signs. Cars frequently drive through the crosswalk at a fast speed without yielding to pedestrians. Better signage and re-striping the road would mitigate this hazardous situation. Please do not wait for an accident to take action. Photo attached. Sincerely, Teresa Covello

While the train passes through Holbrook at 11:30pm, 1am, 2am, and 3am, there are horn blowing happy conductors that seem to get a kick out of blowing the horn constantly! We understand that you need to do this for safety, however at these hours when people are sleeping, is it really necessary to continuously to do this? 10 times in a row? Its that really unnecessary? Does the LIRR and its conductors not have any consideration? Its extremely obnoxious and has ruined our way of life here. Everyone in awhile there is a conductor that only blows the horn 2 or 3 times. This must be one of the few considerate ones. Is there anything that can be done about this?

I'm 74 and my husband is 83. We were using the ticket app for the first time. We were on the 12:52 PM out of Penn to Huntington. The conductor asked for out ticket. We showed him our iPhones and their properly activated tickets. We put our phones away. Later he cam by and in a gruff voice asked for the tickets again. We said we should it to you. He yelled "yes at am telling you to show it to me again!" we became anxious and had a difficult time finding and re showing him the tickets. I asked him to be patient and told him it was our first time using the app. He was intimidating. We finally found the proper tickets properly activated and showed it to him . I asked him his name but he ignored me. He found the time to show the 20 year old girl in the next seat how to work with her iPhone to find her activated ticket. Is this how you treat your Seniors? My husband and I have been riding the LIRR for many years but this was the worst experience we've ever had. Carol Graulich [protected]@yahoo.com [protected]

Hello, I bought a ticket on the mobile ticketing app and tried to refund it within the two minutes grace period but the app froze and did not let me. I called customer service and no one helped. Now I called again to ask if there is a way to get an extension the expiration of the ticket because I am a monthly ticket buyer so I do not normally use individual tickets. The person I spoke to was no help and decided to end the call cause he couldn't help me out. I don't understand, if I was not able to get a refund because of your app and then you guys aren't able to provide a extension on the use date then what would I do?

You need more Ronkonkoma trains eastbound in the afternoon. 420 dollars a month and there is standing room only on every 2 o'clock train. There are 3 Babylon trains for every one Ronkonkoma train up to 3 o'clock in the afternoon. It is ridiculous, especially on friday people are standing not only by the doors but through the entire isle. Not the mention the safety hazard which most definitely exist it is a huge inconvenience for a big paying service. There are so many people on these train there is hardly room for conductors to check tickets.

At 10:29 a.m on October 19, 2029 I received a text saying that my ride was assigned to Arthur with an ETA of 7 mins., taxi green toyota camry #AB780, at 9:36 a.m. I received a text that my ride was here so I went outside and got into the taxi and Arthur was not in a good mood, I told him I was sorry I could not pick up my phone when he called and he nastily said "I'm here, that's all that matters", I apologized but he was visibly upset. Then at 9:45 a.m. I received another text saying that my ride had been reassigned to Fermin ETA 7 mins., taxi green toyota prius v, #AA035. Then I received another text saying my ride had been reassigned to Fermin ETA 8o mins, same car info as above and at 10:07 I received a text saying that my ride was here, meanwhile I was already at my destination! I called Access A Ride when I got home from my appointment and was told that I was put down as a "NO SHOW". Please have this changed as I idid take the cab that showed up. Please advise as to when this has been fixed and please call if you have any questions [protected].

My boyfriend and I were trying to get on the train heading towards Huntington from Woodside and the attendant had absolutely no information for us regarding the train schedule. The only thing she told us was that she "wasn't sure" if the train was coming or not due to construction work. She was very rude and not helpful at all. I ride the LIRR to work every day and am appalled to experience such rudeness and misinformation coming from an LIRR employee who is supposed to be helpful to railroad riders. This is absolutely unacceptable especially after raising the fare to ride the railroad within the last few months.

This was my original complaint with the response from Mr. Grapes of the LIRR. I was extremely dissatisfied with the response. Therefore, I kindly request to speak with another individual from the LIRR, preferably a supervisor other than Mr. Grapes in the Public Affairs Dept. I thank you in advance for your prompt attention to this matter.

Robin S. Paterno

I bought the wrong tickets. I went on the Great Neck branch on Sunday, Oct. 6, 2019. I am not familiar with the machines as I do not use the LIRR often. I was trying to purchase a roundtrip ticket for me and one for my 11 year old daughter. I didn't know I was supposed to press off peak. I purchased the tickets and realized I paid extra for peak tickets and I was not traveling peak. According to the machine, children age 5-11 are supposed to be free. I was charged for my daughter as well. I tried to explain to the conductors on the train but they told me to contact customer service. I was upset because I had to pay more money for my ticket and I didn't get my daughter's free of charge as I was supposed to. I would like a refund for my daughter's ticket and the difference that I had to pay for my ticket for peak when I travelled off peak. Please rectify this matter as soon as possible. Thank you

Ref: [protected]

You recently contacted us about our service. Below is a summary of your request and our response.
Please do not reply to this email, as it will go to an unattended email box.

Subject: Train ticket refund

Response by Bryan Grapes (10/21/2019 11:12 AM)

Dear Robin Paterno:

I have been asked to respond to you email regarding your recent ticket purchase at the MTA Long Island Rail Road's Great Neck Station.

We sincerely regret the inconvenience you experienced, and the added expense you incurred on October 6, 2019. Please note, however, the LIRR is not responsible for tickets purchased in error, nor are we able to provide refunds for the difference in fare after the ticket has been punched/used. Customers are advised to verify their itineraries and ticket prices before starting their trips by checking the MYMTA/TrainTime apps, by consulting our Schedules & Fares page (http://lirr42.mta.info/ ) or by calling the LIRR's Customer Service Center at 511 or 718-217-5477 (LIRR).

To clarify our child ticket policy, children under the age of 5 ride free at all times. Up to four children ages 5 - 11 can ride Off-Peak trains for $1 each (you must select the "Family Fare" on LIRR Ticket Vending Machines, or ask for the Family Fare at our staffed Ticket Offices). More information regarding ticket types and prices can be found by linking to the following page, http://web.mta.info/lirr/about/TicketInfo/#daily

The LIRR is a public agency (not a private company), with more than 50% of our revenue provided by state tax subsidies. In addition, the LIRR is subject to audit by state authorities and as such, we must adhere to the policies set in place for us regarding refunds.

I regret that I was unable to provide you with the outcome you were seeking in this instance. The LIRR is committed to providing safe, secure and reliable train service to our customers, and we will continue striving to improve our operation.

Sincerely,
Bryan
LIRR Public Affairs Department

I need a cane to walk and today coming of the train some people bumped me and I drop my cane and it fell in between the train and the platform so it ended up in the tracks I when down stair hard to walk with out my cane and ask the gentleman there by the name Kevin if my cane could be Recovered he replied to me do you really need it after I made it clear that I need it he still wasn't able to help me I had to leave with out my cane even after I ask for a supervisor I was told no one was in, when your paying over $30 bucks a day to use your service I was expecting some Compassion and understanding
Not a go home and come back another day to see if we got it, I left my number with the employee [protected] I hope I can get my cane back I just purchased it not to long ago

On behalf of my disabled spouse Larry White, ID# 1137575. Mr. White has a subscription and it was stipulated on his application and approved that he have difficulty ambulating. the request for a lift was a priority. For the last several weeks he has been picked up and brought home in your green and yellow cabs causing pain and discomfort., not only that the drivers from several different companies cannot speak English or have no a sense of directions. often they are lost. Wednesday 10/16/19 Larry did not get home until 9:40pm when his pick-up is normally 6:45pm or 7pm arriving home no later than 8:15, the driver called and told Mr. White he was somewhere on Pelham Pway in the Bronx, . After an hour I called the main line and was informed that the vehicle had broken down (hmmm) Mr.White was not informed. Today the driver that was sent was rude, threatening my husband to call in a no show all because he informed the driver he could not walk all the way to the corner and to come in front of the building. You have to be mentally and spiritually ready to go to appointments like dialysis or chemo-therapy and going you don't need no miserable and aggravated driver, and returning from such treatment you definitely need educated drivers that can understand a GPS system. I ask that you please send Mr. White a truck with a lift and drivers that can speak and understand the English language.
Thank you

Since June 2019 a busy Port Jeff line train going west to Hunterspoint Ave has been limited on and off to 3 cars. There doesn't seem to be a consistent pattern, but at least 2-3 days per week, there are only 3 cars. I board at Greenlawn at 7:26am. The train proceeds to stop at Huntington, Cold Spring Harbor and Syosset before going direct to Hunterspoint. While there are usually seats at my stop, they're often no seats by the time we stop at Cold Spring Harbor. Why would a busy rush hour train have only three cars, except in the rarest of circumstances? thanks for your time.

Stephen Kassan
[protected]@gmail.com

Wantagh Waiting room - most often locked during off peak times. Particularly a problem for people such as myself who travel during off peak times.

Room is almost always locked. They did an excellent job of remodeling but seldom cannot ever be used especially during colder or rainy chilly days like today. you have the Automated /remote controlled locks please unlock the rooms for people who travel at off peak times

I was scheduled for a 10am bus from Penn station. Because of the LIRR Penn station bound train on 10/19 being late. It was suppose to depart at 939am and didn't no leave until 958am. This major LIRR delay because of "track work" caused me to miss my bus that I paid for through the Best Bus. Now I have to try to get on another bus. Which I had to pay more than what I originally pay. Since this is the fault of MTA and not my own, I am requesting a reimbursement of the price of ticket I lost and the difference between the new ticket I had to purchase through Peter Pan. I have receipts to support this claim.

Conductor was extremely rude on the 11:51 pm train to Long Beach. Demands to see my monthly ticket rightside up when it was turned sideways. She begins to get very condescending about not holding the ticket in the right orientation and then starts trash talking me to the passengers around me. This is not the first time she's been nasty to me. As someone who has ridden the railroad for 15 years this type of behavior from a conductor is unacceptable.

Port Jefferson Long Island Railroad Station is not safe. I am a female rider and do not feel safe here. The inside and outside of the train station waiting area is full of homeless people who are drinking in public and some appear in high. The bathrooms are often times dirty with rags of old clothing. The benches are often unusable as they are occupied with bags belonging to the people who are drunk or high. as a result Long Island Railroad Riders end up standing or just waiting outside. The Outside of the station is also unwelcoming with carts full of junk and also drunk people playing loud music. $ 405 a month are not justified when you see the station covered with piss and throw up in the morning and drunks in the afternoon.

I'm a regular commuter for my job and have had to buy daily tickets recently because of schedule reasons. When buying my ticket today the app would not load (before I got on the train and after) so I had to pay $19 for a one-way ticket. I understand that the rate goes up when you buy on the train, but considering it was due to technical problems on the app, I found it frustrating. In addition, I had to stand in a crammed car and the train arrived fifteen minutes late to Penn, which made me late for work.

I normally don't complain because I understand it is a difficult business to maintain, but I just found paying almost $20 for a late cramped train outrageous. If I'm going to pay that much I'd at least like the service to be reliable. Could I please have a refund for this trip?

[protected]@gmail.com

Re: construction at Jamaica Station
Is it possible to notify passengers of the construction on track 8 at Jamaica station by putting signage of some sort or has it never occurred to you that this is a major inconvenience.
This morning I and a bunch of fellow passengers missed our train and had to wait a whole hour for the next one.
Why is it so hard to put a sign telling passengers which way to go?
Come on LIRR. You can do better than that.

10/14/19 Babylon Branch 9:59am I was taking the train from Penn Station to pick my daughter up from college. On the ride in I witnessed 2 very upsetting incidents. The first was at the Rockville Center stop. A passanger got on, he conductor asked him for a ticket. He said he didn't speak english. After a few minutes of back and forth, the conductor got frustrated and lethim ride all the way without purchasing a ticket. He got off at Massapequa. The second incident invloved what was obviously a homeless man. I could see the conductor ask him for a ticket, then he walked away without seeing a ticket. I heard the passanger say "thank you, thank you!" He rode all the way from Merrick to Babylon. It is so upsetting and makes me angry that I spent $72 dollars to go to the city and back with my daughter on friday and monday. Here I am struggling like most Long Islanders, living paycheck to paycheck. I had to pay the $72 and when I see others ride for free it really aggrivates me. I feel cheated that I spent a lot of money to see my daughter home and others get to pay nothing. I am sorry but I feel this is not right. Thank you for your time in this matter. Steve Gosline [protected]

My wife was on the 3:24PM from Penn Station to Bayside. The train was jammed with teenagers and older going to the Rolling Loud Hip Hop concert aT CITI FIELD. These kids were Vapping and drinking liquor in plain sight. My wife complained to the conductor who said he couldn't do anything. He refused to do his job to stop liquor and smoking on the train. My wife was subjected to vapor smoke which can be lethal to certain people. These people took over the train and your conductor wouldn't do anything. Totally unacceptable.